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The purpose of this study is to present a systematic review of the online service failure (OSF) literature and conduct an exhaustive analysis of academic research on this emerging research area.

The current study has adopted a structured systematic literature review approach to synthesize and assess the OSF literature. Further, the study uses the Theory-Context-Characteristics-Methodology (TCCM) framework to propose future research directions in the OSF domain.

This systematic review shows that OSF research is still developing and remains mainly incoherent. Further, the study develops a conceptual framework integrating the frequently reported antecedents, mediators, moderator and consequences in the extant literature. This review also synthesizes the theoretical perspectives adopted for this domain.

The study followed specific inclusion and exclusion criteria to shortlist articles. Further, articles published only in the English language were considered. Hence, the findings of this review cannot be generalized to all OSF literature.

This systematic review has classified antecedents into customers' and service providers' roles which will enable online service providers to understand all sets of factors driving OSF. It also synthesizes and presents service recovery strategies and emphasizes the role of online customer support to fix OSF.

The OSF literature is still developing and remains highly incoherent, suggesting that a synthesized review is needed. This study has systematically reviewed and synthesized the OSF literature to study its development over time and proposes a framework which provides a comprehensive understanding of OSF.

Social media is a popular source for information sharing in the contemporary world. Social media allow individuals to create, publish and diffuse contents directly. This openness has increased the risk of running into misinformation and raised questions about credibility of information shared. This study aims to examine the credibility of social media through the perceptions of university students. It also intends to see the difference in opinions based on their gender, academic disciplines and programs of study.

The study was based on a cross-sectional survey; a structured questionnaire was developed by consulting the relevant literature. Students were selected on convenient basis from all the programs of four universities of Faisalabad, Pakistan. Four hundred students were selected randomly from each university.

The findings indicated that students considered social media partially credible. Currency, community wellness, understandability and completeness of information were the highly rated facets, while factual and unbiased information was the low rated aspects. The perceived credibility of social media among the university students was the same across genders, programs of study and academic disciplines.

The study may be helpful for social media service providers to address the concerns that students had in their perception regarding its credibility.

This study may likely benefit faculty members, researchers, librarians/information professionals and digital libraries to understand the students’ concerns about social media credibility from a developing country’s perspective. Such understanding will enable them to better address, educate and train university students at how to evaluate the quality of information on social media by offering information literacy programs. It is direly needed that university libraries should train the students to be proficient in assessing the quality of information by offering information or digital literacy programs. Moreover, the study may be helpful for social media service providers to address the concerns that students had in their perception regarding its credibility.

This study provides in-depth explanation of Goods and Services Tax (GST) fraud prevention towards sustainability business.

This study applies a qualitative research method, i.e. case study, to address the specific research objective.

The finding revealed a GST prevention model towards sustainable business. The finding shows that it is pertinent for the government to set preventive strategies in order to retain sustainable income for the government. Two essential dimensions emerged in the findings to support preventive strategies, namely macro- and micro-level measures.

The findings of this study provide managers, investors and policymakers with evidence to what extent GST fraud could be minimize in order to safeguard government source of revenue and retain sustainable business in a country. As GST is an important source of revenue for the government, it is thus crucial to prevent fraud from occurring.

Past studies have primarily focused on GST implementation from the perspective of service tax effectiveness and efficiency. However, this study examined the impact of GST fraud to determine measures that could ensure service tax sustainability using preventive strategies, in turn, introducing to the existing literature on indirect tax.

The purpose of this study is to evaluate the potentials of nano-additives in enhancement of oxidation and thermal stability of biolubricants thereby, improving the resistance of dispersed nanolubricants to thermal degradation under elevated temperature.

This study evaluates the oxidation stability and tribological performance of nano-enhanced biolubricants. Graphene and maghemite nanoparticles at 0.1% volume concentration were dispersed into coconut oil. Oxidation stability was analysed using a thermal analyser to understand the effect of nano-additives on thermal degradation of lubricants under increasing temperature. In addition, tribological performance and viscosity of the tested lubricants were evaluated using a four-ball friction tester and viscometer according to American Society for Testing and Materials standards.

The results reveal that the oxidation stability of biolubricants dispersed with nano-additives improves due to delayed thermal degradation. The nano-enhanced biolubricants’ oxidation onset temperature was delayed by 18.75 °C and 37.5 °C, respectively, for maghemite (MGCO) and graphene (XGCO) nanolubricants. This improvement imparts the performance viscosity and tribological performance positively. For graphene-enhanced nanolubricant, 10.4% and 5.6% were reduced, respectively, in coefficient of friction (COF)and wear scar diameter (WSD), whereas 3.43% and 4.3% reduction in COF and WSD, respectively, for maghemite-enhanced nanolubricant compared with coconut oil. The viscosity index of nanolubricants was augmented by 7.36% and 13.85%, respectively, for maghemite and graphene nanolubricants.

The excellent performance of nanolubricants makes them suitable candidate as sustainable lubricants for machining with regard to environmental benefits and energy saving.

The effect of graphene and maghemite nanoparticles on the oxidation stability and tribological performance of biolubricants has been investigated. It is an original work and yet to be published elsewhere.

This study proposes a self-regulatory framework to enhance safety performance at the construction stage among building developers.

Extant literature identified 137 potential factors that influence the construction safety performances of building developers. Focus group discussions and interviews were conducted with 11 panels of experts and professionals. The Relative Importance Index (RII) was used to analyse the response feedback described in a similar paper. In this study, the survey tool used was set up with 40 variables grouped into eight latent variables in the framework, which were agreed and certified as “extremely important” by the panel. Based on random sampling, data were collected from 229 valid respondents. Structural equation modelling (SEM) technique using Smart PLS software was then used to analyse the respondent's feedback.

The results show that safety administration and processes, effective communication of safety behaviour, significantly influenced safety performance on a construction site with β values of 0.330 and 0.431 along with t values of 3.005 and 2.547 at p < 0.1, respectively. These factors, among others, provide a distinct approach to understanding and improving on-site construction safety. The study findings will potentially benefit building professionals and other stakeholders by improving awareness of safety practices.

The study may not have covered all possible factors that influence the construction safety performance of building developers. Also, the generalizability and transferability of the research outcome to the construction industry wide use is also limited when reference is made to the characteristics of the research respondents and/or participants. In addition, validation of the framework by five professionals is rather small.

Theoretically, the framework through the identified factors provide a distinct approach to understanding and improving on-site construction safety through voluntary adherence to self-regulatory standard where there are no enforceable laws and regulations to promote safety. The study findings will potentially benefit building professionals and other stakeholders by improving awareness of the health and safety practices of the construction industry.

Many research efforts have developed frameworks and models for construction safety. However, the particularity of these frameworks to countries other than Nigeria requires similar research to be conducted to enhance the safety performance of building developers.

The purpose of this study is to examine the influence of religiosity on ethical consumption of consumers. It also aims to measure the mediating effect of materialism and guilt.

The study collected data from 360 Indian consumers through an online survey.

Religiosity was found to have a strong and significant influence on consumers’ ethical consumption behaviour. It was also found that materialism and guilt mediate the relationship between religiosity and ethical consumption. Findings reveal that a higher level of religiosity in consumers guides them to avoid unwanted behaviour such as unethical consumption.

The study provides an insight into the significance of values in ethical consumption decisions. It examines the mediational effect of materialism and guilt between religiosity and ethical consumption.

Marketers can formulate more successful communication strategies by taking into account the level of religiosity of Indian consumers and underlying cultural foundations within the society. Marketers can also use taglines or promotional messages to promote sacrifice for the well-being of the environment.

This research is a guiding step towards studying the influence of religiosity on ethical consumption through guilt and materialism of consumers in an emerging nation.

Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).

A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.

The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.

Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.

This study aims to examine the impact of the structural linkages between memorable tourism experiences, destination attachment, tourists’ satisfaction and customer-based destination brand-equity on tourists’ storytelling intentions.

The authors proposed a conceptual model that examines how memorable experiences contribute to tourists’ sense of attachment to a destination, which can lead to their willingness to share their trip stories. Using partial least square estimation, the authors analysed the conceptual model through data generated by a survey of 448 Indian domestic tourists.

Study confirms the validity and usefulness of the conceptualized model, as it shows significant correlations between the key variables. Specifically, the authors found that positive and memorable tourism experiences significantly affect tourists’ attachment and their satisfaction with destinations. As a result, tourists who form a strong customer-based destination brand equity are more likely to develop storytelling intentions.

To the best of the authors’ knowledge, current study is the earliest to explore the association between memorable tourism experiences, tourist satisfaction, attachment, customer-based brand equity and how they impact storytelling intentions of tourists.

This study aims to examine the factors influencing user satisfaction with unified payment interface (UPI)-based payment systems during the COVID-19 pandemic in India. The study also aimed to examine whether the user satisfaction with UPI-based payment systems during the COVID-19 pandemic will transform into their continuance intention post-COVID-19 pandemic.

The study was performed in three phases, i.e. pre-testing (for developing questionnaire), pilot study (using exploratory factor analysis to ensure unidimensionality) and the main study. The main study was based on the feedback from a sample of 369 internet users who first used the UPI-based payment system during the COVID-19 pandemic. Data generated were analysed using the structural equation modelling approach.

The study findings suggest that the users who are satisfied with UPI-based transactions during the COVID-19 pandemic are likely to continue their use of this payment mode in future. Factors such as post-adoption perceived value, perceived usefulness and post-adoption perceived risk were observed to be key constructs in explaining user satisfaction and continued intention for UPI-based payment systems.

The study is one of the pioneering studies, in the sense that it investigated the continuance intention of UPI-based payment systems, which, surprisingly, did not gain much attention from past researchers.

The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines how recreational shopping consciousness influences the link between shopping values and consumers' shopping well-being.

The authors tested the proposed hypotheses using PLS-SEM. Based on data generated from 314 users through an e-survey, the study validated the research model. Further, the study examines how recreational shopping consciousness moderates the link between dimensions of shopping values and shopping well-being.

The findings show that except for social value, other shopping values influence consumers' shopping well-being, which subsequently influences their revisit intention and word-of-mouth. Moreover, the study also shows that recreational shopping consciousness significantly and positively moderates the relationship between dimensions of shopping values and shopping well-being.

The current study finds that playfulness contributes more to consumers' shopping well-being. Hence, it is imperative for managers to offer enjoyable elements in their e-retailing platforms so that consumers could enjoy navigating their websites. In addition, through metaphorical and sentimental appeals, managers could also use promotional messages that reflect the hedonistic lifestyles that consumers actually follow.

Utilizing the value-satisfaction-loyalty lens, this study is pioneering as it investigates the contribution of shopping values to the overall psychological and emotional state of individuals. As a novel research endeavor, this study sheds light on the intricate relationship between consumers' shopping values and their well-being in the realm of e-retail.